The Conceptualization and Measurement of Service Quality as it Relates to the Information Systems Function Within Organizations

The Conceptualization and Measurement of Service Quality as it Relates to the Information Systems Function Within Organizations

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This series of three dissertation papers examines the conceptualization and measurement of service quality. These papers are ordered in a hierarchical manner which moves from the abstract to the specific. As such, the first paper examines the levels of analysis issues relevant in service quality assessment. Based on widely accepted definitions of service quality, the paper argues that the phenomenon should be conceptualized, measured, and analyzed at the individual level. The second paper then moves from conceptualization of the phenomenon to its measurement. Specifically, the paper addresses the dimensional instability present in the most commonly used measurement instrument, SERVQUAL. The paper shows that a randomized version of SERVQUAL produces a factor structure that is incongruent with the standard, dimensionally-ordered instrument. This finding argues that SERVQUAL's dimensions are a product of presentation order and are, therefore, of little real value. The third paper becomes even more specific by examining the quality of service provided by a specific organizational function, namely Information Systems (IS). Particular emphasis is given to the IS function due to its significant service component. The paper validates a model in which three service encounter factors (service delivery, service product, and service environment) are shown to be significant predictors of overall service quality. In addition, the Information Systems Service Quality (ISS-QUAL) instrument used to test the model is shown to have greater explanatory power than the commonly used SERVQUAL instrument.This series of three dissertation papers examines the conceptualization and measurement of service quality.


Title:The Conceptualization and Measurement of Service Quality as it Relates to the Information Systems Function Within Organizations
Author: Robert Edward Miller
Publisher:ProQuest - 2006
ISBN-13:

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